Customer Service Director (Semiconductor)

TL;DR

Customer Service Director (Semiconductor): Leading operational field service performance and organizational strategy for regional customer clusters with an accent on financial planning, resource management, and customer intimacy. Focus on scaling a 150+ FTE organization, driving technical service excellence, and managing complex stakeholder relationships in a dynamic semiconductor manufacturing environment.

Location: Shenzhen, China (Onsite)

Company

hirify.global is a leading innovator in the semiconductor industry, providing essential lithography systems and service solutions to global chip manufacturers.

What you will do

• Define and execute service strategy to ensure SLA compliance and operational profitability across multiple customer sites.
• Manage a team of 150+ professionals, fostering talent development, succession planning, and a high-performance culture.
• Drive organizational efficiency by implementing standardized operational best practices and continuous improvement projects.
• Collaborate with cross-functional leadership to align cluster resource planning with 3-5 year business goals.
• Act as the primary point of contact for customer escalations, ensuring effective communication and solution delivery.
• Oversee site-specific safety protocols for all employees and visitors to ensure a compliant working environment.

Requirements

• 15+ years of experience in the semiconductor equipment business or service management.
• 10+ years of dedicated experience in organization development and people management.
• 10+ years of field service operation experience (hirify.global internal experience is strongly preferred).
• Deep understanding of semiconductor capital equipment business models and service lifecycle management.
• Proven ability to manage geographically dispersed teams and large-scale operational budgets.
• Proficiency in cross-sector collaboration and stakeholder management within a high-growth environment.

Culture & Benefits

• Emphasis on a diverse and inclusive workplace environment.
• Opportunities for professional growth and leadership development paths.
• Access to comprehensive talent and performance review cycles.
• Commitment to employee engagement and cross-functional team collaboration.